PLEASE NOTE :- Orders placed online cannot be refunded in store.

I’m not happy with my order, what do I do?

At Elemental Crystals we offer a 100% Satisfactory Guarantee. If you find an item or several within your order that you are not 100% happy with then simply return them within 14 days of receipt to receive a full refund of the value of the items returned. Please read below on how to go about returning your order.

 

I’ve received a damaged item, what do I do?

We always do our best to package items to the best of our abilities but occasionally, although rarely, they may get damaged in transit. Please email us at ‘info@elementalcrystals.co.uk’ providing full details of the damage as well as photos that are clear, in focus and show the damage. We will then offer a partial refund or a full refund upon return of the item.

 

What happens if you don’t pick up your parcel/pay Customs?

All orders are sent with a copy of the invoice and are typically sent as a Signed For service. For those of you outside the European Union you will also have a Customs Declaration attached to your parcel. We are required by law to accurately fill out this declaration. It is possible that your country may add on a charge which is required to be paid by you once received, if you refuse to pay this charge the parcel will be returned to us, typically after several weeks.

 

As many of our parcels are sent as a Signed For service a signature is required and is not able to be left in a safe place. If no one is home to sign for the parcel then typically a note is left by the delivery agent allowing you to reorganize delivery or to pick up from your local depot. After a certain amount of time the parcel will be returned to us.

 

In both instances we will get in touch if any parcel has been returned to us. We will offer to resend the parcel again once we have received the cost of postage or offer a full refund, excluding cost of postage.

 

How do I return an item?

Please first of all drop us an email at ‘info@elementalcrystals.co.uk’ letting us know you are returning an item. Please include your full delivery details and a list of the items you wish to return. Then all you have to do is simply pack the item/s back up and return to the address on the sticker on the back of your parcel. We strongly suggest using a tracked and insured service as we will not be responsible for any goods lost in post when returning. No refund will be given if the returned item is damaged once received so please ensure you pack them carefully. Once the returned goods have been received we will be in contact once a refund of the returned items have been given.

 

A refund for cost of postage will only be given when you have received damaged items and have asked for a full refund.

 

If you are outside of the European Union when returning goods, please ensure it is either marked as NCV ‘No Commercial Value’ or ‘Returned Goods’. Failure to do so will result in the return being rejected and no refund being provided.